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Financial Services Customer Representative

2 months ago

Westlake, Ohio, United States Fidelity TalentSource LLC Full time



Position Overview:

Are you prepared to embark on a rewarding career with Fidelity?

This position involves a blend of remote and in-office work, offering a unique opportunity to contribute to our customer service team.

Our Career Development program serves as a launching pad for a fulfilling career where you can make a significant impact on customers' lives. In addition to the comprehensive benefits we offer, this role can also enhance your own career journey. Here are some of the highlighted benefits (not all benefits are listed): Maternal and Parental Leave, Tuition Reimbursement, Student Loan Assistance, 401(K) with matching contributions, Health, Dental, and Vision Insurance, Disability Insurance, Paid Time Off, Commuter Benefits, Backup Dependent Care, Charitable Matching, Concierge Services, Wellness Programs, and Fitness Reimbursement.

In this Customer Service position, you will empower customers to feel more assured, make informed decisions, and realize their financial aspirations. Your responsibilities will encompass a wide array of tasks, including addressing inquiries regarding account balances, facilitating withdrawals, transferring funds, and directing customers to relevant resources. We are committed to investing in your growth by enhancing your skills, experiences, and professional connections to propel your career at Fidelity.

The Customer Service role is akin to Entry-Level Customer Service, Contact Center Representative, Customer Service Representative, and Customer Support Representative positions.

Program Structure:

  • As part of a cohort, you will begin your journey in a Customer Service role. During the initial six months, you will undergo training to become a Financial Customer Associate. This phase will start with basic customer interactions and gradually progress to more complex inquiries and digital communication channels (e.g., email, live chat, etc.) related to our clients' 401K plans.
  • In the following months, you will continue to assist customers through various channels, refining your skills. There will be designated time for team activities, well-being support, and career coaching. Additionally, there is an opportunity to obtain your FINRA Series 7 and 63 licenses based on your Career Path.

Program Benefits:

  • Onboarding & Experiential Learning: Participate in an industry-leading training program designed to equip you with the necessary skills to engage effectively with customers, complemented by enrichment activities aimed at your professional development.
  • Recognition & Rewards: Your accomplishments will be acknowledged as you advance through the program.
  • Career Guidance: A dedicated Career Coach will assist you in exploring various career opportunities at Fidelity, helping you identify a path that aligns with your interests, passions, and strengths.
  • This is a full-time hourly position within a contact center, with the potential for additional hours based on business needs and your availability. A finance background or degree is not a prerequisite for success in this role.

Essential Skills:

  • Ability to build rapport and relationships through effective communication.
  • Strong listening and empathy skills to assist our diverse customer base.
  • Flexibility and adaptability to thrive in various work environments (i.e., balancing remote and in-office work, overtime, etc.).
  • Capability to manage a variety of situations and conversations, driving towards mutually beneficial resolutions.
  • Self-motivated team player with strong interpersonal skills who brings enthusiasm and dedication to the team.
  • Ability to type 40 words per minute and pass a standard English grammar assessment.

Your Contribution:

  • A genuine passion for assisting others.
  • A commitment to continuous learning and the ability to quickly grasp and apply new concepts to aid in decision-making.
  • Deliver exceptional customer service and communication through voice or digital channels.

Work Schedule: Monday to Friday. Training hours are from 8:30 AM to 5:00 PM CST, and post-training, you must be available for an 8-hour shift between 7:30 AM and 11:00 PM CST.

Company Overview:

Fidelity Investments is a privately held firm dedicated to enhancing the financial well-being of our clients. We assist individuals in investing and planning for their futures, support companies and non-profits in providing employee benefits, and offer institutions and independent advisors investment and technology solutions.

Join Us:

At Fidelity, you will discover numerous opportunities to build a meaningful career that positively influences the lives of others, including your own. We provide flexible benefits that support you throughout your career journey, enabling you to thrive both professionally and personally. Recognized with a Glassdoor Employees' Choice Award, we have been honored as a top 10 Best Place to Work in 2024. You do not need a finance background to excel at Fidelity; we offer various learning opportunities to help you realize the career you envision.

Fidelity is an equal opportunity employer. We believe that attracting, developing, and retaining a diverse workforce is best achieved by fostering a culture of inclusion and belonging.

Fidelity will reasonably accommodate applicants with disabilities who require adjustments to participate in the application or interview process.